Taika Spins Casino - Hráčský účet byl uzavřen a výhry zabaveny.

I deposited €60 to a casino called Taikaspins.com and increased my balance to €100, so I decided to withdraw. I sent all the required documents they asked for, and my KYC verification was approved. Right after that, I received an email saying my account was frozen and the funds were confiscated due to rule violations. I cannot log into my account, and the chat support couldn't tell me what the violation was. I played with real money and wagered the entire deposit at least once.

Tein 60euron talletuksen Taikaspins.com nimiselle kasinolle ja nostin saldoni 100euroon joten päätin kotiuttaa. Lähetin kaikki tarvittavat dokumentit mitä he pyysivät ja KYC varmistus meni läpi. Heti tämän jälkeen tuli sähköposti että tilini on jäädytetty ja rahat takavarikoitu sääntörikkomusten vuoksi. En pääse kirjautumaan tililleni ja chatista eivät voineet kertoa mikä rike oli kyseessä. Pelasin siis raakarahalla ja kierrätin kyllä koko depon vähintään kerran.

Dear Nikho,

Thank you very much for submitting your complaint.

I’m sorry to hear about the situation with your account and the confiscation of your funds. To assist you more effectively, could you please provide some additional details?

Gameplay and Deposits:

• Could you confirm if any bonuses or promotional offers were active while you were playing or when you made the deposit? If yes, please share the terms of the bonus.
• Which games you’ve been playing (live casino games, slots, or sports betting)? 

Account and Communication:

• Have you received any formal communication from the casino specifying which rule or policy was allegedly violated?
• Could you forward a copy of the email from the casino about your account being frozen, as well as any other relevant correspondence, to petronela.k@casino.guru?

KYC Process:

• Since your KYC verification was approved, were there any additional documents requested after that?
• Were you informed about any specific issues during the verification process?

Your cooperation is crucial for us to proceed with your case. Without your input and the necessary documentation, we won’t be able to effectively mediate with the casino on your behalf.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!

I can confirm that I did not use any bonuses when I deposited, there were only free spins on offer for first-time depositors. I only played slots.

I tried to ask the reason first in the casino chat, but they didn't tell me. I also sent an email to the casino support, but they don't respond.

First I sent 2 pictures of my driver's license and one picture of my bill showing my address and the casino website said KYC approved. Then they asked for my bank statement and a selfie with my ID. After that I received an email saying my account had been closed and my money had been seized.

I sent you an email.

Voin vahvistaa että en käyttänyt bonuksia kun talletin,tarjolla oli pelkästään ilmaiskierroksia ensitallettajalle. Pelasin pelkästään kolikkopelejä.

Yritin kysyä syytä ensin casinon chatissa, mutta he eivät kertoneet sitä. Lähetin myös sähköpostia casinon supporttiin, mutta he eivät vastaa.

Ensiksi laitoin 2 kuvaa ajokortista sekä yhden kuvan laskusta missä näkyy osoite ja casinon sivuilla luki että KYC hyväksytty. Sen jälkeen he pyysivät tiliotetta ja selfietä henkilöllisyystodistuksen kanssa. Tämä jälkeen sain sähköpostia että tilini on suljettu ja rahat takavarikoitu.

Lähetin sinulle sähköpostia.

Thank you very much, Nikho, for providing all the necessary information. I will now transfer your complaint to my colleague, Branislav (branislav.b@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hello, Nikho,

I am sorry to hear about your unpleasant experience, and I apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Taika Spins Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been closed and winnings confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).